Service Coordinator

**Who We Are**At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.**The Role****Join Kyndryl as a Service Coordinator**and take on a dynamic role that will place you at the forefront of delivering exceptional IT services to our clients. As a Service Coordinator, you will be responsible for ensuring the timely and effective resolution of client issues, coordinating and managing service requests, and maintaining constant communication with clients throughout the service process.At Kyndryl, you will have the opportunity to work with other IT teams, end-users, and stakeholders across the organization to ensure that service delivery aligns with the company's needs and expectations. As part of our team, you will play a crucial role in documenting and updating service management procedures and workflows, monitoring and reporting on Service Level Agreements (SLAs), and ensuring that our ITSM systems are maintained and updated to support efficient and effective service delivery.You will be responsible for managing service support processes, including incident, problem, and change management, and ensuring compliance with these processes. Additionally, you will drive process improvement through service improvement plans, monitor periodic process measurements, address negative trends affecting IPC process effectiveness or efficiency, and ensure continuous training is provided to process users when requested or when circumstances indicate that training would improve process execution.As a Service Coordinator at Kyndryl, you will conduct post-resolution reviews of incidents and evaluate the effectiveness of the resolution. You will also orchestrate incident recovery, leading the incident bridge and consolidating an integrated resolution plan when multiple competencies or business units are involved.With your experience in IT services, you will invoke problem management processes when further investigation of the root cause is necessary and communicate the status of high-priority incidents to clients throughout the incident lifecycle, according to the communication plan.If you are passionate about problem-solving and eager to deliver the best possible IT services, this is the perfect opportunity for you. Join us at Kyndryl and let's work together to create innovative and progressive technical solutions for our clients and communities.**Your Future at Kyndryl**Every position at Kyndryl offers a path to grow your career. We have opportunities that you won't find anywhere else, such as hands-on experience, learning opportunities, and the possibility to get certified on leading platforms. Whether you want to broaden your knowledge base or narrow your focus and specialize in a specific area, you will find your opportunity here.**Who You Are****Who You Are**You are good at what you do and have the experience to prove it. Equally important, however, is that you have a growth mindset and are willing to drive your own personal and professional development. You are customer-oriented: someone who prioritizes customer success in your work. And finally, you are open and without boundaries: naturally integrative in your way of working with others.**Required Skills and Experience**- Experience in desktop support, technical support, help desk, incident management, and service improvement.- Experience in SLA management/service management.- Experience in customer service and client communication.**Preferred Skills and Experience**- ITIL certification.- High-level communicator with strong written and verbal skills.**Being You**Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.**What You Can Expect**With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employee learning programs give you access to the best lear